Day Scheduling Specialist
Company: Berkshire Health Systems, Inc.
Location: Pittsfield
Posted on: May 16, 2022
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Job Description:
DEFINITION/PRIMARY FUNCTION The Day Scheduling Specialist
receives requests to schedule and place orders for BMC/BFS, North
Adams Satellite Office and Fairview from all major customer
constituencies. The Specialist performs responsibilities within and
often beyond the Central Wide Scheduling customer service standards
and quality benchmarks. Analyzes customer requests and coordinates
accurate, thorough information exchange. Provides accurate triage
requests using approved protocols and forwards appropriate requests
to clinical departments. Performs multi facility and multi resource
scheduling activities for many clinical services including but not
limited to: diagnostic X-ray, Ultrasound, CT, MRI and CT with
Anesthesia, Nuclear Medicine, Cardiovascular services, Wound Care,
Nutrition, Infusion Services, Pulmonary Laboratory, Bone Density,
Mammograms, Fluoroscopy, Advocacy for Access, Financial
Representatives, BMC Interpreters, NHC, HFH and Cardiology. The
Specialist#must possess the skills to determine if the office has
scheduled the correct exam and works with them when necessary based
on the Clinical departments recommendations and guidelines. The
Specialist#must verify all patient demographics and verify correct
insurance following strict patient privacy guidelines. The
Specialist is also responsible for obtaining insurance
authorization, Workmen#s#Compensation, legal information, and
client billing info when applicable. The Specialist will work with
clinical areas to accommodate emergent exams and set up translators
as needed. The Specialist#will access EMR and ITS reports and
retrieve prior results as needed. This person is responsible for
entering in ICD-10 information and validating that the correct code
has been used as appropriate following strict medical necessity
standards. Will also handle all patient and MD communication,
ensuring that HIPAA standards are followed in doing the mailings.
The Specialist is held responsible for obtaining/verifying
appropriate insurance authorizations from the various physician
practices when required. Must be able to positively accept
constructive feedback and mentoring on their productivity and job
performance as accuracy, volume of calls, length of calls, length
of time away from the phone is being monitored on a regular basis.
Must understand that the department supports the clinical areas of
the hospital and that they are often expected to go beyond their
role to provide top notch customer service.# Continually monitors
phone que to ensure call center standards are met. Review orders
from POI work list and paper when needed, using best judgment to
make sure orders match compliance and protocol standards.
Communicates status of order with office, and requests new order as
required. Connects TW numbers from the POI to order side of
bookings. Makes sure the diagnosis fits the exam being ordered.
Helps department with call backs for#patients needing to return for
additional scanning per radiologist request. The Specialist is
expected to maintain AIDET standards at all times. POSITION
QUALIFICATIONS (Minimum qualifications are required unless stated
otherwise.) Experience: Experience in hospital environment
preferred. Previous experience in hospital Meditech Scheduling and
Admitting functions preferred. Medical experience preferred.
Previous experience with Allscripts preferred. Previous and/or
current medical experience preferred. Education and Training: Two
years of college or equivalent work experience preferred. High
School Graduate or equivalent required. Medical Terminology
required. License, Certification # Registration: N/A Other
Requirements: Demonstrated strong skills in telephone and written
communication required. Demonstrated customer service focus
required. Basic computer skills required. Proven typing ability.
Knowledge of outpatient tests, procedures, and appointment types
preferred. Ability to handle multiple tasks at the same time and
maintain composure despite often stressful conditions is required.
The ideal specialist collaborates effectively with people at all
levels, shares new information from the clinical areas with the CWS
team, places team and organizational goals above personal goals, is
open to new ways of thinking, and adapts quickly to new techniques
and work methods. The specialist must be able to prioritize
successfully, recognize and communicate problems to the appropriate
person/system, offer constructive ideas/suggestions for problem
solving, speak concisely and to the point, understands the
organization implications of errors with situations and events, and
is aware of the importance of accuracy in scheduling, filling
orders, and advising offices. Ability and willingness to train
and/or assist in training new hires. Ability to fluently understand
and speak Spanish is desired. Professional presentation with
exceptional customer service skills including but not limited to
oral, written, and telephone communication. Must possess and
demonstrate strong organizational skills and flexibility. Ability
to speak in a clear manner. Ability to troubleshoot and maintain
proper operation of business equipment. Ability to handle stressful
situations calmly and rationally. Meet pre-established productivity
expectations despite multiple interruptions. Maintain professional
and courteous demeanor in spite of very difficult interactions with
patients and provider offices. Ability to become liaison to
departments we service. Individual must possess in-depth knowledge
of Central Wide Scheduling and maintain communication to best serve
the department (ie: Training, protocols, troubleshooting, patient
communication, and continually improving service to their
location). Ability to reschedule patients and/or block a schedule
when a department is down a technician or machine needs to be
worked on. Scanning faxed orders into front office scanning.
Collecting orders off fax machine and making sure requested exams
have been rescheduled. Coordinating certain exams so required
radiologist or technicians are available.
* DEFINITION/PRIMARY FUNCTION
* The Day Scheduling Specialist receives requests to schedule and
place orders for BMC/BFS, North Adams Satellite Office and Fairview
from all major customer constituencies. The Specialist performs
responsibilities within and often beyond the Central Wide
Scheduling customer service standards and quality benchmarks.
Analyzes customer requests and coordinates accurate, thorough
information exchange. Provides accurate triage requests using
approved protocols and forwards appropriate requests to clinical
departments. Performs multi facility and multi resource scheduling
activities for many clinical services including but not limited to:
diagnostic X-ray, Ultrasound, CT, MRI and CT with Anesthesia,
Nuclear Medicine, Cardiovascular services, Wound Care, Nutrition,
Infusion Services, Pulmonary Laboratory, Bone Density, Mammograms,
Fluoroscopy, Advocacy for Access, Financial Representatives, BMC
Interpreters, NHC, HFH and Cardiology. The Specialist must possess
the skills to determine if the office has scheduled the correct
exam and works with them when necessary based on the Clinical
departments recommendations and guidelines. The Specialist must
verify all patient demographics and verify correct insurance
following strict patient privacy guidelines. The Specialist is also
responsible for obtaining insurance authorization, Workmen's
Compensation, legal information, and client billing info when
applicable. The Specialist will work with clinical areas to
accommodate emergent exams and set up translators as needed. The
Specialist will access EMR and ITS reports and retrieve prior
results as needed. This person is responsible for entering in
ICD-10 information and validating that the correct code has been
used as appropriate following strict medical necessity standards.
Will also handle all patient and MD communication, ensuring that
HIPAA standards are followed in doing the mailings. The Specialist
is held responsible for obtaining/verifying appropriate insurance
authorizations from the various physician practices when required.
Must be able to positively accept constructive feedback and
mentoring on their productivity and job performance as accuracy,
volume of calls, length of calls, length of time away from the
phone is being monitored on a regular basis. Must understand that
the department supports the clinical areas of the hospital and that
they are often expected to go beyond their role to provide top
notch customer service. Continually monitors phone que to ensure
call center standards are met. Review orders from POI work list and
paper when needed, using best judgment to make sure orders match
compliance and protocol standards. Communicates status of order
with office, and requests new order as required. Connects TW
numbers from the POI to order side of bookings. Makes sure the
diagnosis fits the exam being ordered. Helps department with call
backs for patients needing to return for additional scanning per
radiologist request. The Specialist is expected to maintain AIDET
standards at all times.
* POSITION QUALIFICATIONS (Minimum qualifications are required
unless stated otherwise.)
* Experience:
* Experience in hospital environment preferred.
* Previous experience in hospital Meditech Scheduling and Admitting
functions preferred.
* Medical experience preferred.
* Previous experience with Allscripts preferred.
* Previous and/or current medical experience preferred.
* Education and Training:
* Two years of college or equivalent work experience preferred.
* High School Graduate or equivalent required.
* Medical Terminology required.
* License, Certification & Registration:
* N/A
* Other Requirements:
* Demonstrated strong skills in telephone and written communication
required.
* Demonstrated customer service focus required.
* Basic computer skills required.
* Proven typing ability.
* Knowledge of outpatient tests, procedures, and appointment types
preferred.
* Ability to handle multiple tasks at the same time and maintain
composure despite often stressful conditions is required.
* The ideal specialist collaborates effectively with people at all
levels, shares new information from the clinical areas with the CWS
team, places team and organizational goals above personal goals, is
open to new ways of thinking, and adapts quickly to new techniques
and work methods.
* The specialist must be able to prioritize successfully, recognize
and communicate problems to the appropriate person/system, offer
constructive ideas/suggestions for problem solving, speak concisely
and to the point, understands the organization implications of
errors with situations and events, and is aware of the importance
of accuracy in scheduling, filling orders, and advising
offices.
* Ability and willingness to train and/or assist in training new
hires.
* Ability to fluently understand and speak Spanish is desired.
* Professional presentation with exceptional customer service
skills including but not limited to oral, written, and telephone
communication.
* Must possess and demonstrate strong organizational skills and
flexibility. Ability to speak in a clear manner.
* Ability to troubleshoot and maintain proper operation of business
equipment.
* Ability to handle stressful situations calmly and rationally.
* Meet pre-established productivity expectations despite multiple
interruptions.
* Maintain professional and courteous demeanor in spite of very
difficult interactions with patients and provider offices.
* Ability to become liaison to departments we service.
* Individual must possess in-depth knowledge of Central Wide
Scheduling and maintain communication to best serve the department
(ie: Training, protocols, troubleshooting, patient communication,
and continually improving service to their location).
* Ability to reschedule patients and/or block a schedule when a
department is down a technician or machine needs to be worked
on.
* Scanning faxed orders into front office scanning.
* Collecting orders off fax machine and making sure requested exams
have been rescheduled.
* Coordinating certain exams so required radiologist or technicians
are available.
Keywords: Berkshire Health Systems, Inc., Pittsfield , Day Scheduling Specialist, Other , Pittsfield, Massachusetts
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